Startup Customer Success Manager
New
A
AshbySaaS Recruiting
US or CanadaFull-TimeMiddle
Salary$80K - $138K; US: US $80K – $120K; SF & NY: SF & NY $92K – $138K
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Job Details
- Experience
- 2+ years
- Required Skills
- Project ManagementAccount ManagementCustomer SuccessSaaS
Requirements
- 2+ years of full-time experience as a Startup Customer Success Manager, Account Manager, or Program Manager.
- Experience supporting a complex and rapidly evolving product (e.g., Zapier, HubSpot, Acuity Scheduling).
- Ability to act as a subject matter expert and troubleshoot complex challenges for customers.
- Strong skills in defining problem scope and creating comprehensive solutions independently.
- Excellent attention to detail with the ability to communicate clearly, thoroughly, and empathetically.
- Strong written and verbal communication skills across diverse user groups.
- Curiosity and a proactive mindset toward improving workflows and processes.
- Comfort working in a pooled, 1:many customer success model.
Responsibilities
- Own a book of customers, serving as the main point of contact for support in a shared inbox and on calls.
- Create high-quality onboarding materials, documentation, and e-webinars to enable customer self-sufficiency.
- Assist customers with complex product challenges via email and calls per defined SLAs.
- Lead medium and large-scale projects, such as building in-app onboarding experiences or creating live webinar series.
- Identify and improve internal processes and practices to increase team effectiveness.
- Partner long-term with customers to drive best practices in revenue retention and product usage.
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